Audio Links:
Spotify: https://open.spotify.com/show/0A2XOJvb6mGqEPYJ5bilPX
Apple Podcasts: https://podcasts.apple.com/us/podcast/defining-hospitality-podcast/id157359638
At the time of this conversation, Kristen Conry was and still is the Senior Vice President of Global Design for Marriott International, guiding design across one of the most expansive brand portfolios in the world. An architect by training with a degree from the University of Michigan, she also logged historic preservation work in Bulgaria and earned her MBA. Before Marriott, she spent over a decade shaping the design side of Hyatt, which makes her a true insider on both sides of the table.
Takeaways:
Let your people carry the design. Great design can’t make up for bad service, but great service can cover a gap in design. Invest in your teams first, and let the space support them.
Use constraints as your creative engine. When you can’t afford to do everything, you’re forced to ask what really matters. Dig into your data and put your money where the impact is highest.
Know exactly who you are. If you try to be everything to everyone, you end up being nothing to nobody. Clear focus is what makes even a complex portfolio make sense.
Say yes to every job and do it well. The unglamorous work builds empathy and teaches you how things really run. You’ll draw on those lessons for the rest of your career.
Take a step back and let others enjoy the moment. True hospitality is finding joy in someone else’s delight, even when you’re not at the table. Set the stage, then let your guests have the experience.
“Design cannot make up for lacking service, but great service can make up for a gap in design.” - Kristen Conry
Impact estimates vary by project. For the most up-to-date figures, please refer to the transcript
Connect with Kristen:
Guest’s LinkedIn: https://www.linkedin.com/in/conry/
Guests Website: https://www.marriott.com/default.mi
🏨✨ Defining Hospitality is Sponsored by BERMANFALK
Check out their impact page! 🌍🌱 https://www.bermanfalk.com/impact/